Tech-support 3

PDS Defense, Inc.

Annapolis (MD)

On-site

USD 40,000 - 47,000

Full time

14 days+

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Benefits offered by this job

401(k)

Select paid holidays

Short-term disability insurance

Skills training

Employee referral bonus

DailyPay

Affordable medical coverage plan

Job summary

PDS Defense, Inc. is seeking a Tech-support 3 in Annapolis, MD to join the Tier 2 CAS Network Operations Center. You will diagnose and resolve basic technical queries from clients and support incident management for the CAS environment.

The role requires strong network knowledge, attention to detail, and the ability to work a MID shift with weekend/holiday coverage in a 24x7 operation. Training on NOC positions is provided.

Qualifications

Network+ certification or equivalent.
Knowledge of TCP/IP networking protocols, hardware and interfacing.
Familiarity with ITIL/ITSM concepts and practices.
Experience troubleshooting Cisco devices.
Experience with HSRP/BGP routing protocols.

Responsibilities

Monitors network management system and coordinates with telecom providers to restore services.
Tracks incident details and keeps information updated in the ticketing system.
Troubleshoots and resolves routine to moderate network and system issues.
Oversees high availability IP networks and datalinks, including Air to Ground data systems.
Drives resolution of technical queries with attention to detail and customer focus.
Works with senior staff on more complex issues and may take the lead on simpler tasks.
Interprets processes and follows established workflows to avoid outages.
Monitors system performance and escalates when needed; helps improve deployment and maintenance routines.
Participates in network design and configuration discussions.

Skills

Network+ Certification

TCP/IP networking

ITIL/ITSM concepts

Cisco devices troubleshooting

HSRP/BGP routing

Education

AA/AS degree or 2-year post high school training (1–2 years relevant experience)

HS Diploma/GED + 2 years experience

Tools

Remedy

Netcool

Office 0365

ServiceNow

Job description

Job Description

IT/Technical

Tech-support 3 Annapolis, MD

Position Type:

Associate - W2

Shift: 1

PDS Defense, Inc. is seeking a Tech-support 3, in Annapolis, MD.

Pay Rate: $29 - $34/hr

Job Description:

This role will contribute to the Tier 2 CAS Network Operations Center (NOC). This position is responsible for the incident management of customers within the CAS Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from client customers and Business Units.

Primary Responsibilities:

Monitors network management system and engages telecom providers to drive restoral efforts.
Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.
Solves systems and network problems/questions with limited scope and complexity.
Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
Identifies resolutions of routine technical queries fromclientcustomers andclientBusiness Units.
Takes guidance from other team members or management to resolve less routine issues.
Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.
Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.
Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues.
Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
Participates in network solutions design and configurations.
Analyzes issues and provides customers with guidance to resolve problems, THIS INCLUDES GREAT FOCUS AND ATTENTION TO DETAILS
This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.
Strong Customer Service skills
EFFICIENT AT MULTITASKING. THIS INCLUDES TAKING ON MULTIPLE RESPONSIBILITIES, PRIORITIZING AND DELEGATING
Candidate will be required to train on three all NOC (3) positions, Transport, DataLink, Applications in 4-6 months. These positions will be trained one by one from a span of 3 weeks to a month and a half.

Transport – Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switched, firewalls, circuits, etc.
DataLink – Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.
Applications – Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages.

This position is for MID Shift 11:00pm to 7:30am

Required Qualifications:

Network+ Certification
Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
Knowledge and understanding of ITIL/ITSM concepts and practices.
Experience troubleshooting Cisco devices.
Experience with HSRP/BGP routing protocols.
This position requires AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience OR
HS Diploma/GED with 2 years of experience

Preferred Qualifications:

CCNA Certification
Knowledge of Remedy, Netcool, Office 0365, ServiceNow

Benefits offered to vary by the contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.

Job Requirements

Minimum Security Clearance:

No Clearance

Military connected talent encouraged to apply.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http://www.tadpgs.com/candidate-privacy/ or https://pdsdefense.com/candidate-privacy/

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: